Senior Remote Desktop Support Engineer (L3) – Global

ALS; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

ALS is seeking an experienced Remote Desktop Support Services - L3 Engineer to join our global IT service operation. You’ll resolve highly complex incidents, lead problem management, and drive automation initiatives to improve service reliability across regions.

You will mentor junior engineers, maintain CMDB and KB assets, and collaborate with vendors, application teams, and stakeholders to ensure rapid restoration of services and permanent fixes in a Follow-the-Sun model.

Qualifications

• Bachelor's degree or equivalent practical experience in IT/CS or related field.
• 4-6 years of advanced technical support, systems administration, infrastructure engineering, or enterprise service operations.
• Strong technical expertise in server administration, networking, and Microsoft technologies.
• Solid understanding of ITIL v4 practices: Incident, Change, and Problem Management.
• Experience with ITSM platforms, CMDB administration, monitoring tools, scripting and automation.
• Excellent written and verbal English communication.

Responsibilities

• Own and resolve highly complex incidents escalated from L2 across infrastructure, servers, networks and business-critical apps.
• Provide advanced remote and on-site support and perform root cause analysis to prevent recurrence.
• Participate in CAB reviews and provide technical risk assessments for planned changes.
• Lead or contribute to Problem Management investigations and RCA/PIR activities.
• Monitor global infrastructure alerts, validate events, and route incidents to the right teams.

Skills

Advanced Troubleshooting

Server Administration

Networking

Windows Technologies

Scripting & Automation

Education

Bachelor's Degree in IT/CS

Tools

ITSM Platforms

CMDB

Monitoring Tools

PowerShell

Job description

ALS is seeking an experienced Remote Desktop Support Services - L3 Engineer to join our global IT service operation. You’ll resolve highly complex incidents, lead problem management, and drive automation initiatives to improve service reliability across regions.

You will mentor junior engineers, maintain CMDB and KB assets, and collaborate with vendors, application teams, and stakeholders to ensure rapid restoration of services and permanent fixes in a Follow-the-Sun model.